MB-910 Practice Test 50 — 15 Questions

Question 1

A sales organization uses Dynamics 365 Sales and wants to improve the efficiency of their sales process by automating routine tasks and providing AI-driven insights. The sales team consists of 200 representatives who spend significant time manually entering data, prioritizing leads, and preparing for customer meetings. The organization has a mix of senior and junior salespeople, and they want to ensure that the system helps both groups perform better. The organization also wants to capture and analyze sales conversations to identify best practices. They have a budget for additional licensing but need to justify the cost. Which combination of actions should the organization take to achieve these goals?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Enable Sales Copilot for all sales representatives, configure conversation intelligence, and use predictive lead scoring. Upgrade licenses to Sales Premium.. The scenario requires automation and AI-driven insights. Sales Copilot automates routine tasks and provides AI suggestions. Conversation intelligence analyzes sales calls to identify best practices. Predictive lead scoring prioritizes leads based on AI models. These features are only available with Sales Premium licenses, so upgrading is necessary. Thus, Option A (enable Sales Copilot, configure conversation intelligence, use predictive lead scoring, upgrade to Sales Premium) correctly fulfills all requirements.

Answer

Implement Power Automate flows to automate data entry, create custom dashboards in Power BI, and use basic lead scoring rules.

Answer

Train sales team to use the mobile app for data entry, enable offline sync, and use the timeline feature to track activities.

Answer

Use LinkedIn Sales Navigator to find leads, set up email sequences in Sales Hub, and create manual reports in Excel.

Question 2

Adventure Works uses Dynamics 365 Customer Service and wants to improve first-call resolution rates. They have a knowledge base but agents often forget to search for articles during calls. Management wants to implement a system that automatically suggests relevant knowledge articles to agents based on the case details and customer conversation. Additionally, they want to provide agents with a quick way to create a new case from an email if needed. You need to recommend a solution. What should you do?

Accepted Answer

Enable Copilot for Service to provide article suggestions and case creation from email.. Copilot for Service uses AI to automatically suggest relevant knowledge articles based on case context and customer conversation, and it also allows agents to create a case directly from an email, improving first-call resolution. Option A is incorrect because Customer Service Insights is an analytics tool for identifying knowledge gaps, not for real-time article suggestions. Option B is incorrect because Service Scheduling manages appointments and callbacks, not knowledge article suggestions. Option C is incorrect because Omnichannel for Customer Service handles multi-channel routing, not article suggestions.

Answer

Enable Customer Service Insights to identify knowledge gaps.

Answer

Configure Service Scheduling to manage callbacks.

Answer

Use Omnichannel for Customer Service to route emails to agents.

Question 3

Your company uses Dynamics 365 Sales. The sales team wants to track competitor information on opportunities. They need to record which competitors are involved in each deal and add notes about their strengths and weaknesses. Which entity should be used to capture this information?

Accepted Answer

Competitor. The Competitor entity in Dynamics 365 Sales is specifically designed to track competitor information, such as strengths and weaknesses, and it can be linked to opportunities to capture which competitors are involved in each deal. Option A is incorrect because the Product entity is for cataloging products and services, not competitors. Option B is incorrect because the Account entity represents customer companies, not competitors. Option C is incorrect because the Lead entity is for potential customers, not competitors.

Answer

Product

Answer

Account

Answer

Lead

Question 4

A salesperson wants to quickly access the latest news and social updates about their accounts directly within Dynamics 365 Sales. Which feature should be enabled?

Accepted Answer

Relationship Intelligence (Copilot). Relationship Intelligence (Copilot) in Dynamics 365 Sales uses AI to surface relevant news, social updates, and insights about accounts directly within the sales app. This feature is designed to help salespeople stay informed without leaving the platform, making it the correct choice for accessing latest news and social updates.

Answer

Activity Feeds

Answer

Copilot Studio

Answer

Sales Copilot

Question 5

An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service Portal. The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.

Answer

Unified Service Desk

Answer

Field Service Mobile App

Answer

Dynamics 365 Marketing

Question 6

Which TWO data sources can be ingested into Customer Insights? (Choose two.)

Accepted Answer

Azure Synapse Analytics. Azure Synapse Analytics is a correct data source for Customer Insights because it is a cloud-based analytics service that can be used as a data source via a direct connection, allowing you to ingest large-scale data into Customer Insights for unification and segmentation. Dynamics 365 Sales is correct because Customer Insights can directly connect to Dynamics 365 Sales to bring in customer engagement data (e.g., leads, opportunities, accounts) for a 360-degree customer view.

Answer

Microsoft Forms

Answer

Microsoft Entra ID

Answer

Power BI reports

Question 7

Which TWO actions can be performed using the Opportunity entity in Dynamics 365 Sales? (Choose two.)

Accepted Answer

Track potential revenue. The Opportunity entity in Dynamics 365 Sales is specifically designed to track potential revenue from a deal. The entity includes fields for estimated revenue, actual revenue, and currency, allowing sales teams to forecast and monitor the financial value of an opportunity throughout its lifecycle.

Answer

Manage competitor information

Answer

Generate an invoice directly

Answer

Convert an opportunity into a lead

Question 8

Based on the exhibit, what does the WinRate measure calculate?

Accepted Answer

The percentage of won opportunities out of all closed opportunities. WinRate in Dynamics 365 Sales measures the percentage of won opportunities out of all closed opportunities (both won and lost). This metric excludes open opportunities because they have not yet reached a final outcome, providing a clear view of sales team effectiveness in closing deals that have been fully pursued.

Answer

The total count of won opportunities

Answer

The percentage of won opportunities out of all opportunities including open

Answer

The ratio of won to lost opportunities

Question 9

Your Customer Insights instance has ingested data from a CRM and an e-commerce platform. After unification, some customers appear as duplicates. What is the most likely cause?

Accepted Answer

Matching rules are too loose. When matching rules are too loose, the system merges records that are not truly the same customer, creating duplicates after unification. In Customer Insights, matching rules define the conditions (e.g., exact match on email, fuzzy match on name) that determine whether records from different sources represent the same entity. Loose rules allow records with minor differences to be considered matches, leading to false positives and duplicate customer profiles.

Answer

Matching rules are too strict

Answer

Data sources have different field names

Answer

Confidence level is set too low

Question 10

In Dynamics 365 Sales, what is the purpose of the 'Business Process Flow'?

Accepted Answer

To guide users through a series of stages to complete a process. In Dynamics 365 Sales, a Business Process Flow (BPF) provides a visual guide that leads users through a defined sequence of stages and steps to complete a business process, such as qualifying a lead or closing an opportunity. It ensures consistency and data integrity by enforcing required fields and stage progression, rather than performing analytics, automation, or access control.

Answer

To provide analytics on sales performance

Answer

To automate repetitive tasks

Answer

To control data access

Question 11

A field service organization is experiencing delays in work order completion because technicians often arrive at customer sites without the necessary parts. The company wants to ensure that the correct parts are loaded onto the service vehicle before the technician departs. Which feature should the company use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it can automatically optimize schedules based on technician skills, location, and required parts inventory. By configuring RSO to consider part availability before dispatching, the system ensures that only technicians with the necessary parts loaded on their vehicle are assigned to work orders, preventing delays from missing parts.

Answer

Remote Assist

Answer

Service Task Type

Answer

Inventory Projection

Question 12

Which THREE capabilities are provided by the Relationship Assistant in Dynamics 365 Sales?

Accepted Answer

Suggesting to log a phone call after a missed call.. The Relationship Assistant in Dynamics 365 Sales uses configurable business rules and activity detection to suggest logging a phone call when a missed call is detected. This helps sales reps capture follow-up activities without manual entry, improving data completeness and pipeline hygiene.

Answer

Automatically creating a quote from an opportunity.

Answer

Analyzing the sentiment of email threads.

Question 13

A retail company uses Dynamics 365 Marketing to send personalized email campaigns to customers. The marketing team wants to create a customer journey that automatically sends a welcome email when a new contact is created in Dynamics 365, then follows up with a discount offer after 3 days if the contact has not made a purchase. The team also wants to track email opens and clicks to identify engaged contacts. The IT administrator needs to configure the system to support this journey. Which feature should the administrator use?

Accepted Answer

Customer journey with triggers and wait steps. Customer journeys with triggers and wait steps in Dynamics 365 Marketing allow the creation of automated, timed email sequences triggered by events like contact creation. Option A (Quick campaigns) is a manual one-time send and does not support automated triggers or wait steps. Option C (Sales accelerator) is a sales feature for sequences, not marketing automation. Option D (Omnichannel engagement) is for real-time messaging across channels, not for automated email journeys with triggers and waits.

Answer

Quick campaigns with email templates

Answer

Sales accelerator with sequence steps

Answer

Omnichannel engagement with automated messages

Question 14

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

Answer

Omnichannel for Customer Service

Answer

Automated machine learning

Question 15

Which THREE features are available in Dynamics 365 Sales Insights?

Accepted Answer

Conversation intelligence. Conversation intelligence is a core feature of Dynamics 365 Sales Insights that uses AI to analyze sales calls and meetings, providing insights on customer sentiment, conversation topics, and key moments. It helps sellers improve their engagement by automatically capturing and transcribing conversations from Microsoft Teams or other supported platforms, then generating actionable recommendations.

Answer

Customer journey creation

Answer

Knowledge article suggestions